Complaints
Customer Complaints Summary
- 165 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have never used Xsolla pay ever but still it tells me i have chargebacks to my account with error code and i want to just buy something online for a one itme purchase and it is making my experience with it extremley difficult
Business Response
Date: 09/18/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to our support team at ************************************************************ for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
Thank you.Initial Complaint
Date:08/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22209160
I am rejecting this response because:I still did not get the refund, they say one thing and do not follow up with it, I'm tired of doing this, Can the BBB intervene and help me file class action lawsuit? I only need few more people to file class action lawsuit against this fraud company, to anyone facing similar situation pls reach out to me, we can take them to court easily given their reputation
Sincerely,
**** J ******Business Response
Date: 09/18/2024
Hello there.
I would like to highlight that Xsolla help support are actively working on your request, but they just need more time to look into it before they can give you an update . Truly appreciate your patience!Thank you.
Business Response
Date: 02/04/2025
Hello there.
I would like to highlight that Xsolla help support are actively working on your request via email ( Ticket #*******), but they just need more time to look into it before they can give you an update. Truly appreciate your patience!
Thank you.Initial Complaint
Date:08/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A company xsolla I saw was taking amounts of money past few months. I have been sick in n out of hospital when I noticed I contacted xsolla first rep in chat said Id get refund 2nd said she was unsure I got an email and was denied I asked for evidence I never heard of them never sent it I went to my bank and 42 disputes were denied?? Its over 350$ I also made a police reportBusiness Response
Date: 08/16/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to our support team at ********************************** for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
Thank you.Initial Complaint
Date:08/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22095554
I am rejecting this response because: This is not a response. Saying you aren't able to do anything does nothing for the customer. I have emailed, chatted, to no resolve. So emailing the company does not work. But, I did file a dispute with the credit card company so I am hoping they will deny the charge.
Sincerely,
******* *********Business Response
Date: 08/09/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to the support team at ************************************************************ for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
Thank you.Business Response
Date: 02/06/2025
Hello,
I apologize for the payment issues you're experiencing. To get this resolved, I suggest reaching out to our support team at ********************************** for further assistance. Theyll be able to provide more detailed help and guide you through the process. I hope your issue is sorted out as soon as possible.
Thank you.Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
Date:07/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/26/24 I attempted to purchase a product through the Xsolla service. I was prompted to contact customer support. Upon contacting customer support, I was informed that my account had been locked due to a chargeback coming from my card, for a purchase I did not make. In order to unlock my account, they requested bank statements showing the transaction that did not occur. After informing them that said transaction did not appear on my bank statement, they said they could not help me further, and I could not appeal the lock. When attempting to get a supervisor or similar person to help, I was not responded to and disconnected from the chat.To be satisfied, I wish to have my account unlocked and be able to support the companies that contracted this one to handle payment processing.Business Response
Date: 07/30/2024
Hello,
I sincerely apologize for the inconvenience you're experiencing. After checking with the Xsolla Support team, I see they have reached out to you via email to address this issue and investigate thoroughly.
Your ticket reference number is *******. Please respond to the email with all the required information for further investigation by the dedicated team. I hope your concern will be resolved smoothly.
Thank you for your cooperation, and have a nice day.Initial Complaint
Date:07/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been charged fraudulently multiple times and have reached out over and over again to get this matter resolved with no response. This company is a scam. I NEVER signed up for anything from this company. This is been done so by someone without my consent.Business Response
Date: 07/23/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see that the help support team has responded to your email on this Ticket #*******. I recommend reaching out to our support team directly for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
Thank you.Initial Complaint
Date:07/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 21968297
I am rejecting this response because:
Sincerely,
****************** What I want is my refund from the software company my $5.51 back to my **** card and that will be the end of this case give me my money back,the case will be close I just want money back it may be $5.51 but its my money . The company has had a lot of time to give my money back and didn't do it?
days I decided within a couple of days I want my money even if it's not $100.00 it's still money and it's my money? It's my money I ask them to put it back on my **** card It is the Bingo bash # ********** with Xsolla (USA) **************************************************************************Business Response
Date: 07/11/2024
Hello,
I apologize for the inconvenience. Rest assured, our support team is investigating your issue and will update you via email as soon as the review is complete. Please wait for their response. I appreciate your patience and understanding.
Thank you.Customer Answer
Date: 07/26/2024
Complaint: 21968297
I am rejecting this response because:
Sincerely,
******************Business Response
Date: 07/23/2024
Hello.
I can see that the refund manager has responded to your concern accordingly. However, if you think your purchase is still eligible for a refund, you can try contacting the game support directly and they may be able to help you or you can reply to the refund manager via email for the next course of action.
Thank you for understanding.Initial Complaint
Date:07/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Attempted to make a transaction with Xsolla for Mobile app purchase. They have blocked my account due to "Abnormal payment patterns." They will not provide any information when I asked for an explanation of abnormal payment patterns. They responded with "...this decision is final and cannot be appealed." Meaning all transactions that use Xsolla will forever be blocked. They are refusing to assist in providing a solution. The only thing I ever did was follow their directions, and use apple pay or credit card.Business Response
Date: 07/11/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to our support team at ********************************** for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
Thank you.Initial Complaint
Date:07/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the night of June 21st, I was tricked by a ******** into binding the payment method of Alipay on the pretext of receiving a ********* voucher, and then the ******** immediately used the money in my account to transact through xsolla. I didn't know that it was xsolla's trading channel, and the scammer told me that only 0.01 yuan would be deducted.After I contacted xsolla and submitted evidence, xsolla limited the transaction of the other account, but refused my refund request on the grounds that I did not have sufficient evidence to prove it. I submitted my chat history with the scammer and my debit history as well as the page to report the scam success. I even worried that the other party could not understand our Chinese communication content, so I also used software to translate it. They still have the same attitude, and now they simply don't respond to my emails or deal with my problems. No one in such a big company can deal with my problem. Even worse, I was not the only one cheated by this scammer. I contacted other victims online, some of whom also submitted the same materials and successfully refunded their money.My demand is a refund! A total of four payments of 552 RMB.Business Response
Date: 07/11/2024
Hello,
I apologize for the inconvenience. Rest assured, our support team is investigating your issue and will update you via email as soon as the review is complete. Please wait for their response. I appreciate your patience and understanding.
Thank you.Initial Complaint
Date:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I On June 14th, 2024 I attempted to purchase a digital good from ************************************* for $99.99 the payment provider Xsolla returned an error. I contacted both Xsolla and STFC/Scioely support. ******* directed me to contact Xsolla and said they didnt see a completed transaction on June 14, 2024. Xsolla however indicated they saw the transaction and it was cancelled and that the funds would return to me when the authorization dropped off. They suggested I contact my card issuer if I have any further concerns and said they couldnt help me because the transaction was cancelled on their side. On June 17th, 2024 the transaction settled and was no longer a pending authorization. I again contacted Xsolla they again said nothing they could do and directed me to contact the card issuer. On June 17th I contacted the card issuer they opened a dispute based on the fact Xsolla claimed the transaction was cancelled and that I had not received the goods I paid for. Now as of today Xsolla in an anti-consumer action has banned me from their platform even though I have regularly used their platform for more than two years to make purchases and never had any issue. I sought help from their support with a transaction they said they couldnt help me and to contact the issuer which I did and then they banned me and penalized me for doing exactly as they directed. What does this company expect? That I be ok with losing $99.99 to them because they say a transaction is cancelled and the card issuer says it was settled? At the end of the day that doesnt matter what matters is I did not get what I paid for and they failed to provide good customer service and compounded that error by blocking me from their platform.Business Response
Date: 07/01/2024
Hello,
I'm sorry to hear about the payment issues you're experiencing. While I don't have the tools to resolve this matter directly, however, I have checked with our support team. The good news is that your account has been restored, and you can proceed with your payments as usual.
If you need further assistance, please contact our support team at *********************************** as they handle all account and payment issues.Thank you.
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